Quality Assurance & Guest Experience Manager at Ziba Beach Resort

Ziba Beach Resort is seeking a Quality Assurance & Guest Experience Manager to own service standards, guest experience consistency, and SOP development across the resort.

This is a strategic, hands-on quality role, not an operations or supervisory position. The ideal candidate understands hospitality, service excellence, and how to translate brand promise into daily experience — without increasing headcount or creating bureaucracy.

Key Responsibilities

• Develop, document, and continuously improve SOPs across all departments
• Define and uphold guest experience and service quality standards
• Conduct regular service quality checks and experience walkthroughs
• Train and coach teams on service delivery and hospitality standards
• Review guest feedback and identify experience improvement opportunities
• Work closely with Operations and Guest Experience teams to improve consistency
• Prepare quality insights and reports for management

Requirements

• 4–6 years’ experience in hospitality quality, guest experience, or service excellence
• Strong SOP writing and documentation skills
• Solid understanding of hospitality service standards
• Training and coaching experience
• Resort or hotel experience is a strong advantage

Key Attributes

• Detail-oriented and quality-driven
• Guest-centric mindset
• Observant, analytical, and structured
• Collaborative (not punitive or authoritarian)
• Passion for hospitality and service excellence